Approximate dynamic programming for capacity allocation in the service industry

Hans-Jörg Schütz and Rainer Kolisch

European Journal of Operational Research, 2012, vol. 218, issue 1, 239-250

Abstract: We consider a problem where different classes of customers can book different types of service in advance and the service company has to respond immediately to the booking request confirming or rejecting it. The objective of the service company is to maximize profit made of class-type specific revenues, refunds for cancellations or no-shows as well as cost of overtime. For the calculation of the latter, information on the underlying appointment schedule is required. In contrast to most models in the literature we assume that the service time of clients is stochastic and that clients might be unpunctual. Throughout the paper we will relate the problem to capacity allocation in radiology services. The problem is modeled as a continuous-time Markov decision process and solved using simulation-based approximate dynamic programming (ADP) combined with a discrete event simulation of the service period. We employ an adapted heuristic ADP algorithm from the literature and investigate on the benefits of applying ADP to this type of problem. First, we study a simplified problem with deterministic service times and punctual arrival of clients and compare the solution from the ADP algorithm to the optimal solution. We find that the heuristic ADP algorithm performs very well in terms of objective function value, solution time, and memory requirements. Second, we study the problem with stochastic service times and unpunctuality. It is then shown that the resulting policy constitutes a large improvement over an “optimal” policy that is deduced using restrictive, simplifying assumptions.

Keywords: Capacity allocation; Services; Health care operations; Approximate dynamic programming; Reinforcement learning; Semi-Markov decision process (search for similar items in EconPapers)
Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (22)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0377221711008101
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:ejores:v:218:y:2012:i:1:p:239-250

DOI: 10.1016/j.ejor.2011.09.007

Access Statistics for this article

European Journal of Operational Research is currently edited by Roman Slowinski, Jesus Artalejo, Jean-Charles. Billaut, Robert Dyson and Lorenzo Peccati

More articles in European Journal of Operational Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().